Concierge Advocate

SCAN Health Insurance • Truckee, CA

8d • $22 - $24 • Remote

About The Position

A concierge advocate is responsible for providing personalized assistance and support to clients or customers, ensuring their needs are met and issues are resolved in a timely and satisfactory manner. They act as a liaison between clients and service providers, offering guidance, recommendations, and solutions to enhance customer experience. Concierge advocates may also handle reservations, bookings, and special requests, striving to exceed expectations and build long-term relationships with clients. Strong communication, problem-solving, and customer service skills are essential for success in this role.

Front line contact center agent that is responsible for answering our members’ questions as they come in through inbound calls from our members or outbound calls they place. Part of a team that is responsible for managing and supporting a specific group of members.
Ensure that their members’ issues/questions/concerns are being addressed across the entire SCAN internal and external value chain with timely and effective resolution.
Drive SCAN’s Concierge customer service philosophy and are critical to ensure members get their healthcare administrative issues /questions resolved in a timely fashion.
Assist the team leads, the Concierge and Associate Concierge, in managing their membership as a book of business. Serves primarily on an in-bound call queue resolving member’s questions as they call SCAN. The remainder of their time will be associated with other tasks, including:
• Following up on pending member issues
• Performing research to resolve a member’s issue
• Performing proactive outreach to members
• Performing hand-offs amongst team members regarding resolving member issues
• Coordinating issue resolution between internal and external stakeholders.
Support the Concierge in owning and maintaining the relationship with internal and external stakeholders. Including understanding process and content knowledge regarding those stakeholders as well as identifying issues and trends to provide feedback to stakeholders.
Document interactions with members to update member’s records and help track issue resolution.
Participate in team huddles to discuss common member issues / trends and the path to resolution.
Participate in member calling projects as assigned by management to support the overall SCAN goal of membership retention.
Follow all appropriate Federal and State regulatory requirements and guidelines applicable to SCAN Health Plan operations, as documented in company policies and procedures. Follow all HIPAA requirements.
Actively support the achievement of SCAN’s Vision and Goals.
Other duties as assigned.
We seek Rebels who are curious about AI and its power to transform how we operate and serve our members.

Requirements

• 2+ years Call Center, customer service, concierge or hospitality experience required
• Demonstrated critical thinking and problem-solving skills to get to the heart of the member’s issue.
• Ability to handle large call volume, while always providing excellent customer service.
• Demonstrated efficiency/effectiveness in an environment with a high call volume, handling complex calls/ issues.
• Ability to listen, talk and type at the same time
• Ability to build trust, respect and credibility with all partners through full, honest, consistent, and coordinated communication.
• Demonstrated time management and priority setting skills.
• Strong interpersonal and organizational skills.
• Excellent written and verbal communication skills.
• Ability to multitask and maintain calm demeanor at all times including during highly charged situations.
• Ability to work in an environment where continuous coaching and feedback is the standard practice.
• Ability to appropriately maintain confidentiality.
• Ability to work a flexible schedule that may include second-shift (7am – 9pm).

Nice To Haves

• Experience in healthcare, insurance, or medical group preferred.

Responsibilities

• Front line contact center agent that is responsible for answering our members’ questions as they come in through inbound calls from our members or outbound calls they place.
• Part of a team that is responsible for managing and supporting a specific group of members.
• Ensure that their members’ issues/questions/concerns are being addressed across the entire SCAN internal and external value chain with timely and effective resolution.
• Drive SCAN’s Concierge customer service philosophy and are critical to ensure members get their healthcare administrative issues /questions resolved in a timely fashion.
• Assist the team leads, the Concierge and Associate Concierge, in managing their membership as a book of business.
• Serves primarily on an in-bound call queue resolving member’s questions as they call SCAN.
• Following up on pending member issues
• Performing research to resolve a member’s issue
• Performing proactive outreach to members
• Performing hand-offs amongst team members regarding resolving member issues
• Coordinating issue resolution between internal and external stakeholders.
• Support the Concierge in owning and maintaining the relationship with internal and external stakeholders.
• Document interactions with members to update member’s records and help track issue resolution.
• Participate in team huddles to discuss common member issues / trends and the path to resolution.
• Participate in member calling projects as assigned by management to support the overall SCAN goal of membership retention.
• Follow all appropriate Federal and State regulatory requirements and guidelines applicable to SCAN Health Plan operations, as documented in company policies and procedures.
• Follow all HIPAA requirements.
• Actively support the achievement of SCAN’s Vision and Goals.
• Other duties as assigned.

Benefits

• An annual employee bonus program
• Robust Wellness Program
• Generous paid-time-off (PTO)- 11 paid holidays per year, 1 floating holiday, birthday off, and 2 volunteer days
• Excellent 401(k) Retirement Saving Plan with employer match
• Robust employee recognition program
• Tuition reimbursement

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed